London Borough of Camden (24 009 776)

Statement Upheld Homelessness 10-Apr-2025

Summary: Mr and Mrs X complained about the Council’s handling of their homelessness application. We found the Council was at fault for issuing a decision letter which was unclear. This caused frustration to Mr and Mrs X for which the Council has already apologised. The Council has agreed to a service improvement to prevent further fault.

London Borough of Camden (24 018 718)

Statement Upheld Homelessness 24-Apr-2025

Summary: We have upheld Miss X’s complaint about the Council’s handling of her homelessness case. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

London Borough of Camden (23 015 415)

Statement Upheld Allocations 20-May-2025

Summary: Ms Z, on behalf of Mr X, complained the Council wrongly removed housing register priority points affecting his bidding for available properties. There was fault in respect of the number of points awarded between September 2023 and February 2024 however there is no evidence this meant Mr X missed out on an available property. A symbolic payment for the distress caused is agreed.

London Borough of Camden (24 001 962)

Statement Upheld Homelessness 27-May-2025

Summary: Mr B complained the Council failed to move him from unsuitable accommodation, wrongly closed his homeless application, failed to tell him about his right to request a review, delayed awarding medical priority and delayed responding to his complaint. The Council delayed providing Mr B with suitable accommodation, failed to follow the right process when closing his homeless application, failed to tell him about his review rights, failed to properly consider his medical priority and delayed responding to his complaint. That meant Mr B stayed in unsuitable accommodation for longer than necessary which caused him distress. An apology and payment to Mr B, alongside a reminder to officers is satisfactory remedy.

London Borough of Camden (24 015 570)

Statement Upheld Homelessness 27-May-2025

Summary: Miss X complained about how the Council dealt with the disrepair issues at her temporary accommodation. The Council was at fault for its failure to properly deal with and resolve the disrepair issues Miss X reported to it. The Council’s faults caused Miss X distress, worry, inconvenience, frustration and she and her child continued to live in accommodation with recurring disrepair for a significant period. The Council will take action to remedy the injustice caused.

London Borough of Camden (24 017 257)

Statement Upheld Allocations 26-Jun-2025

Summary: Mrs D complained the Council failed to assess her household’s medical need in line with procedures. I have upheld the complaint, the Council accepts there was delay and that it failed to take account of all the medical evidence. I have completed the investigation because the Council has offered to pay redress and carry out a new medical review.

London Borough of Camden (24 015 788)

Statement Upheld Homelessness 29-Jul-2025

Summary: Mr D complained the Council left him in unsuitable temporary accommodation. I have found fault by the Council, it has agreed to pay Mr D £450 for the three months delay moving him to suitable temporary accommodation.

London Borough of Camden (24 007 033)

Statement Upheld Private housing 13-Aug-2025

Summary: Miss X complained about the housing support the Council has provided since it discharged its homelessness duty in 2021. We found the delays in accepting a homeless application and a duty to assist Miss X is fault. As were the delays in responding to Miss X’s concerns about sewage and the water supply to her property. These faults caused Miss X an injustice.

London Borough of Camden (25 003 214)

Statement Upheld Other 19-Aug-2025

Summary: Ms B complained that the Council had delayed excessively in completing the investigation of her complaint at stage two of the statutory children’s complaints procedure. This has caused her frustration and distress. We found the Council had delayed well outside the statutory time limits. The Council has agreed to complete the stage two investigation, apologise to Ms B and pay her £350. It has already taken action to speed up the process.

London Borough of Camden (24 009 936)

Statement Upheld Antisocial behaviour 25-Aug-2025

Summary: Mx Y complained about the Council’s response to reports of anti-social behaviour they made it aware of. We upheld the complaint, finding the Council communicated poorly with Mx Y and failed to ensure meetings it arranged focused on the behaviour Mx Y reported. These faults caused Mx Y an injustice, as avoidable distress. The Council has accepted these findings. At the end of this statement we set out action it has agreed to take to remedy Mx Y’s injustice and improve its service to avoid a repeat of the faults.